Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.
Join our team, and help us shape the future of anime!
As a Senior CX Agent Platforms Product Manager, you'll lead the implementation of new solutions that enhance both CX Agent Experience and customer satisfaction (CSAT). You'll collaborate with cross-departmental teams to identify problems and develop product features and user stories. Your role will include facilitating brainstorming sessions, writing detailed product briefs, and delivering clear requirements for both technical and non-technical partners. You will continue to use data to guide the product roadmap and optimize for the best performance.
You will collaborate with internal partners across Customer Experience, Trust & Safety, Legal, Product Management, Program Management, Engineering, and other departments to support important programs and ensure seamless collaboration across all departments. You will also be responsible for communicating externally with our third-party vendors that comprise the Customer Experience tech stack. Your initial project will involve migrating our existing CCaaS platform to Salesforce Service Cloud.
In the role of Senior CX Product Manager Agent Platforms, you will report to the Director, CX Product & Technology.
We are considering applicants for the location of San Francisco, CA.
We get excited about candidates, like you, because...
Join Crunchyroll's Customer Experience Technology Team (CXT) and be part of the largest anime streaming provider as we expand our global reach! CXT is crucial in building and maintaining the tech stack used to support our fans and our customer service agents. Our mission is to deliver the next-level anime streaming experience by understanding and anticipating our users' needs and providing them with quick resolution.
In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:
#LifeAtCrunchyroll #LI-Hybrid
We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value
Courage. We believe that when we overcome fear, we enable our best selves.
Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
Service. We serve our community with humility, enabling joy and belonging for others.
Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.
Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs
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